In this episode Joseph Michelli, an expert in service excellence, best-selling author, and consultant to leading companies on customer experience strategies. Joseph shares insights from his latest book, "Customer Magic," and delves into the art and science of delivering exceptional customer experiences. From managing customer feedback to fostering cross-functional collaboration, Joseph offers practical advice and thought-provoking perspectives. What are you going to learn in this episode? - We explore what constitutes exceptional customer service and how companies often misjudge their delivery. - Joseph explains the importance of integrating technology to handle repetitive tasks while focusing human efforts on meaningful customer interactions. - Practical strategies for gathering, analyzing, and acting on customer feedback are discussed, emphasizing the balance between formal metrics and informal observations. - Insights on how different departments can align to create a seamless customer experience, with real-world examples from companies like Mercedes-Benz and Starbucks.

Visit Joseph's website Connect with us on LinkedIn: Joseph Michelli

Bayron Toruno We are expanding to Latinamerica, our Spanish version, where you can learn from amazing experts in the field from Latinamerica. Customer Success talks: Latinoamérica Spotify

YouTube Want to be part of an amazing CS Community? Join CS Connect

In this episode of Customer Success Talks, we delve into the essentials of Customer Success (CS) with two amazing guests, Erica Scully and Jean Pierre Frost (JP). This discussion is perfect for those new to the field or looking to deepen their understanding of what CS entails. Key takeaways: - Understanding Customer Success: We define what Customer Success truly involves and the varied responsibilities depending on the organization. - Core Responsibilities: Learn about the foundational duties of a Customer Success Manager (CSM), from onboarding through to renewal, and how these might differ across companies. - Essential Skills for Success: Discover the critical skills every CSM should cultivate, including effective communication, organization, documentation, and problem-solving. Whether you're a seasoned professional or just starting out, this episode offers valuable perspectives on making a successful transition into the world of Customer Success. Erica and Jean Pierre bring a wealth of knowledge and practical advice, making complex concepts accessible and actionable. Connect with us on LinkedIn: Erica Scully

Jean-Pierre Frost

Bayron Toruno

Watch the episode on Youtube Join CS Connect We are expanding to Latinamerica, our Spanish version, where you can learn from amazing experts in the field from Latinamerica.

Customer Success talks: Latinoamérica - Spotify & YouTube

Dive deep into the dynamics of building meaningful personal relationships in CS with our two amazing guests, Dannah Vaughan, with her extensive experience and a successful podcast "Rebels of SaaS," and Hassan Akram, a frontline CSM with a strong background in public speaking through Toastmasters and the most passioned person I have met, bring valuable perspectives on building trust and maintaining effective communication. Join us as we explore the delicate balance between personal connections and professional boundaries.

In this episode, we explore:

- The Power of Personal Connections in CS: Explore why building beyond-business relationships with customers is critical, and how personal connections can enhance customer loyalty and trust.

- Understanding Personal vs. Professional Boundaries: Learn from Dannah and Hassan how top CSMs navigate the delicate balance of personal connections without compromising professionalism.

- Maximizing Client Interaction Time: Gain expert advice on balancing relationship-building with critical business outcomes, ensuring every minute with your client delivers mutual value.

Thank you for tuning in, and remember, the art of customer success is not just about business—it's about building meaningful connections.

- Resources

The Rebels of SaaS on Spotify & YouTube

Toast Masters Club

- Connect with us:

Hassan Akram

Dannah Vaughan Bayron Toruno -

Head to Youtube

https://youtu.be/N_YDahMfOSI